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Window Nation - Call Center Manager Resume Example

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Dylan Allen
X XXXXXXX XX, Owings Mills, MD 21117
Ph: XXXXXXXXXXXX
XXXXXXXXXXXXXXXXXXXX
Summary
To obtain a challenging position where I can use my experience as well as my knowledge, leadership qualities and mental strength for the benefit of the company.
Skills
  • Administration and Management
  • Customer and Personal Service
  • Critical Thinking
  • Complex Problem Solving
  • Operation and Control
  • MS Office
Experience
Call Center Manager Feb 2014Present Window Nation
  • Manage daily operations of Inbound/Outbound call center, including quality control, hiring, firing, recruiting, scheduling, on-going training and coaching, and employee related issues.
  • Prioritize and assign inbound and outbound leads with Call Center Personnel.
  • Ensure individual and team department goals are met.
  • Actively participate in appointment confirmations and oversees it.
  • Review payroll, bonus compensation, and statistical information with Call Center Personnel.
  • Monitor data-entry/lead information for quality assurance.
  • Review, analyze, and report all statistical data to Executive staff.
  • Develop motivational incentives and programs.
Call Center & Operations Manager Jul 2006Feb 2014 Captel
  • Oversaw all customer service functions and staff on a daily basis.
  • Provide technical assistance to staff regarding the programs, policies, and procedures.
  • Manage, train, motivate, develop and optimize the team.
  • Ensures accurate and timely communication of client issues to and from the teams.
  • Deliver on-site support to all departments and coordinate all daily business efforts through effective collaboration and communication with team members.
  • Schedules, assigns, supervise, and oversee completion of work of personnel.
  • Address staff on issues as needed.
  • Collaborate in the execution of various HR and accounting aspects, budget control, payroll, billing, reconciliations, and related functions.
  • Manage client project flow, project personnel and reporting.
  • Develop, maintain and monitor annual operating budget and oversee business forecasting projects.
Education
Masters Degree : Public Administration Jan 2009 University of Baltimore Baltimore, MD
Bachelors Degree : Political Science Jan 2006 University of Maryland Baltimore County, MD
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Resume Details

This is a real resume for a Call Center Manager in Owings Mills, Maryland with experience working for such companies as Window Nation, Captel. This is one of the hundreds of Call Center Manager resumes available on our site for free. Use these resumes as templates to get help creating the best Call Center Manager resume.

Previous Companies:

  • Window Nation
  • Captel

Previous Job Positions:

  • Call Center Manager
  • Call Center & Operations Manager

Schools:

  • University of Baltimore
  • University of Maryland

Level of Education:

  • Masters Degree
  • Bachelors Degree

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